Message template
In this window, define a template for a custom notifications.
Options:
-
Subject- enter the subject of the message.
- Insert variable - use the drop-down menu to select the variable you want to insert into the subject of the message at the current cursor position.
tipAt the beginning of the subject, use the Insert Variable button to insert a pair of variables Ticket - Tag and Ticket - Name, which will be replaced by the tag and name of the specific requirement in the message.
-
Message body - enter the text of the message. You can use variables in the text, see the Insert Variable button below the input field.
The message text is formatted according to the same style used by standard system notifications. If you want to display any text in the message in bold, insert it between the "<b>" and "</b>" tags. Other HTML tags are not supported.
- Insert variable - use the drop-down menu to select the variable you want to insert into the message text at the current cursor position.
You can use the following variables in the subject or body of the message:
| Name | Variable | Description | Custom Notification Template | Template of notifications to ticket about the change of status | ||
|---|---|---|---|---|---|---|
| Subject | Message body | |||||
| Message for requester | [$MessageForRequester$] | The message to the ticket that the solver fills in the field when the ticket is resolved, rescheduled, or reopened. This variable cannot be used in notifications of type Ticket created. In the message template for the approver, this is the message to the ticket that the solver wrote when resolving the request, including images and attachments. This variable can only be used for approvals in the Resolved status. | No | Yes | No | Yes |
| Comments for requesters | [$CommentForRequesters$] | Comment from the researcher to the ticket. In place of this tag, the comment that the researcher provided in the Go to status form will be added. If the researcher does not provide any comment, the variable will contain a dash. In the template, we recommend that this variable be indicated by a line such as "<b>Message to the ticket:</b>", or "<b>Message from the solver:</b>". | No | No | Yes | No |
| Approval result | [$ApprovalResultWithComment$] | The result of the last approval including the approver's comment. If there was no approval in the request, the variable contains a dash. You can use the variable in the status change notification to the ticket and in the ticket resolution notification. | No | No | Yes | No |
| Approval - Commentary for approvers | [$CommentForApprover$] | In place of this tag, the comment that the user filled in when starting the approval in the Go to status or Start approval form will be added. | No | No | No | Yes |
| Approval - Approve/Deny buttons (form) | [$ApprovalByForm$] | Approve or reject Button to open the form to approve or reject the ticket.
This button will only be inserted in the notification to the approver.
If used concurrently with the | No | No | No | Yes |
| Approval - Approve/Deny buttons (email) | [$ApprovalByEmail$] | Approve and Reject buttons for email approval.
When the approver presses one of them, a window opens with a pre-populated new message, after which Alvao approves and rejects the ticket respectively. When used simultaneously with the warning Approving by email does not respect the eventual logic of custom approval/rejection form. If any of the approval schema steps use a custom form for approval/rejection that caters to additional logic, do not use email approval/rejection buttons in the approver message template or move the form logic to automated actions based on events on the ticket. | No | No | No | Yes |
| Approvals - Approvers of the current step | [$ApprovalStepCurrentApprovers$] | List of current approvers including email addresses in the form "Name <email address>". Individual approvers are separated by semicolons. | No | No | No | Yes |
| Approval - Expiration of current step | [$ApprovalStepExpirationTime$] | Expiration time of the current approval step. | No | No | No | Yes |
| Ticket - Number | [$TicketID$] | Ticket Number. | Yes | Yes | Yes | Yes |
| Ticket - Brand | [$TicketMessageTag$] | Ticket tag in emails, e.g. "T45412HD". | Yes | Yes | Yes | Yes |
| Ticket - Name | [$TicketTitle$] | Ticket name. | Yes | Yes | Yes | Yes |
| Ticket - Status | [$TicketStatus$] | Current ticket status according to solving process | Yes | Yes | Yes | Yes |
| Ticket - First Response Time | [$FirstReactionDeadline$] | First response deadline as per SLA. | Yes | Yes | Yes | Yes |
| Ticket - Resolution Date | [$TicketDeadline$] | The deadline set to resolve the ticket. | Yes | Yes | Yes | Yes |
| Ticket - Initial Message - Subject | [$OriginalMessageSubject$] | The subject of the original message that triggered the creation of the new ticket. | No | Yes | Yes | Yes |
| Ticket - Initial Message - Text | [$OriginalMessage$] | The text of the original message that triggered the creation of the new ticket. | No | Yes | Yes | Yes |
| Ticket - Initial Message - Attachments | [$OriginalMessageAttachments$] | The attachments of the original message that triggered the creation of the new ticket. If you want the notification to include these attachments, insert this variable in the message text in any location. This variable can only be used for custom notifications to the solver. | No | Yes | No | No |
| Ticket - Initial Message - List of Attachment Names | [$OriginalMessageAttachmentList$] | List of attachment names of the original message that triggered the creation of the new request, including the names of the images in the message text. | No | Yes | Yes | Yes |
| Ticket - Latest important event | [$LatestImportantMessage$] | Text of the latest important event in the ticket log, including images and attachments. | No | Yes | Yes | Yes |
| Ticket - Link to ticket | [$TicketUrl$] | Ticket URL in Alvao WebApp. | No | Yes | Yes | Yes |
| Ticket - Link to ticket with tag | [$TicketMessageTagLink$] | Ticket tag as a link to the ticket page in the Alvao WebApp. | No | Yes | Yes | Yes |
| Ticket - Basic Information Table | [$TicketInfo$] | Ticket Basic Information Table. | No | Yes | Yes | Yes |
| Ticket - Satisfaction Survey (URL) | [$FeedbackUrl$] | Link to the satisfaction questionnaire. This variable is part of the module ALVAO Satisfaction Feedback. | No | Yes | Yes | Yes |
| Ticket - Satisfaction Questionnaire | [$FeedbackGeneralForm$] | A graphical element that the requester can use directly in the notification to rate their overall satisfaction with the resolution of the request. You can only use this variable in notifications sent to requesters. This variable is part of the module ALVAO Satisfaction Feedback. | No | Yes | Yes | Yes |
| Ticket - Fields - System | - | Ticket system fields. Only fields that are assigned to the process of the service being modified are listed in the variable drop-down menu. | Yes | Yes | Yes | Yes |
| Ticket - Fields - Custom | [$tHdTicketCust.ColumnName$] | Custom ticket field, where ColumnName represents the name of the corresponding column in the tHdTicketCust table. Only fields that are assigned to the process of the service being modified or are displayed on the new ticket form are listed in the variable drop-down menu. | Yes | Yes | Yes | Yes |
| Requester - Name | [$TicketRequesterName$] | Requester's first and last name. | Yes | Yes | Yes | Yes |
| Requester - Mobil | [$TicketRequesterMobile$] | Requester's Mobile. | Yes | Yes | Yes | Yes |
| Requester - Email | [$TicketRequesterEmail$] | Requester's email address. | Yes | Yes | Yes | Yes |
| Requester - Email 2 | [$TicketRequesterEmail2$] | Requester's second email. | Yes | Yes | Yes | Yes |
| Requester - Telephone number | [$TicketRequesterPhoneToWork$] | The requester's phone to work. | Yes | Yes | Yes | Yes |
| Requester - Telephone number 2 | [$TicketRequesterPhoneToWork2$] | Requester's second phone to work. | Yes | Yes | Yes | Yes |
| Requester - Other contacts | [$TicketRequesterOtherContacts$] | Other contacts of the requester. | Yes | Yes | Yes | Yes |
| Requester - Department | [$TicketRequesterDepartment$] | Requester's Department. | Yes | Yes | Yes | Yes |
| Requester - Function | [$TicketRequesterPosition$] | Requester function. | Yes | Yes | Yes | Yes |
| Requester - Office | [$TicketRequesterOffice$] | Requester's Office. | Yes | Yes | Yes | Yes |
| Requester - Name of supervisor | [$TicketRequesterManagerName$] | The name of the Requester's immediate supervisor. | Yes | Yes | Yes | Yes |
| Requester - Personal number | [$TicketRequesterPersonalNumber$] | Requester's personal number. | Yes | Yes | Yes | Yes |
| Requester - Organization - Name | [$TicketRequesterAccountName$] | Name of the requester organization. | Yes | Yes | Yes | Yes |
| Requester - Organization - Organization's custom fields | [$TicketRequesterAccount.tAccountCust.ColumnName $] | The requester's custom organization entry, where ColumnName represents the name of the corresponding column in the tAccountCust table. | Yes | Yes | Yes | Yes |
| Requester - Other - Person's custom fields | [$TicketRequester.tPersonCust.ColumnName $] | The requester's custom field, where ColumnName represents the name of the corresponding column in the tPersonCust table. | Yes | Yes | Yes | Yes |
| Required for - Name | [$TicketRequestedForName$] | The first and last name of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Mobil | [$TicketRequestedForMobile$] | Mobile of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Email | [$TicketRequestedForEmail$] | Email of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Email 2 | [$TicketRequestedForEmail2$] | The second email of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Telephone to work | [$TicketRequestedForPhoneToWork$] | The phone to work of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Telephone to work 2 | [$TicketRequestedForPhoneToWork2$] | The second phone to work of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Other contacts | [$TicketRequestedForOtherContacts$] | Other contacts of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Department | [$TicketRequestedForDepartment$] | The department of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Functions | [$TicketRequestedForPosition$] | Function of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Office | [$TicketRequestedForOffice$] | The office of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Name of supervisor | [$TicketRequestedForManagerName$] | The name of the direct supervisor of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Personal number | [$TicketRequestedForPersonalNumber$] | The personal number of the user for whom the ticket is being made. | Yes | Yes | Yes | Yes |
| Required for - Organization - Name | [$TicketRequestedForAccountName$] | The organization name of the user for whom the ticket is made. | Yes | Yes | Yes | Yes |
| Required for - Organization - Organization's custom fields | [$TicketRequestedForAccount.tAccountCust.ColumnName $] | The custom organization entry of the user for whom the ticket is created, where ColumnName represents the name of the corresponding column in the tAccountCust table. | Yes | Yes | Yes | Yes |
| Required for - Other - Person's custom fields | [$TicketRequestedFor.tPersonCust.ColumnName $] | The custom field of the user for whom the ticket is made, where ColumnName represents the name of the corresponding column in the tPersonCust table. | Yes | Yes | Yes | Yes |
| Solver - Name | [$TicketSolverName$] | Solver's first and last name. | Yes | Yes | Yes | Yes |
| Solver - Mobile | [$TicketSolverMobile$] | Solver's Mobile. | Yes | Yes | Yes | Yes |
| Solver - Email | [$TicketSolverEmail$] | Email of the solver. | Yes | Yes | Yes | Yes |
| Solver - Email 2 | [$TicketSolverEmail2$] | Solver's second email. | Yes | Yes | Yes | Yes |
| Solver - Telephone to work | [$TicketSolverPhoneToWork$] | Solver's phone to work. | Yes | Yes | Yes | Yes |
| Solver - Telephone to work 2 | [$TicketSolverPhoneToWork2$] | Solver's second phone to work. | Yes | Yes | Yes | Yes |
| Solver - Other contacts | [$TicketSolverOtherContacts$] | Other contacts of the solver. | Yes | Yes | Yes | Yes |
| Director - Department | [$TicketSolverDepartment$] | Solver's Department. | Yes | Yes | Yes | Yes |
| Solver - Functions | [$TicketSolverPosition$] | Solver function. | Yes | Yes | Yes | Yes |
| Solver - Office | [$TicketSolverOffice$] | Solver's Office. | Yes | Yes | Yes | Yes |
| Solver - Name of supervisor | [$TicketSolverManagerName$] | Name of the solver's direct supervisor. | Yes | Yes | Yes | Yes |
| Solver - Personal number | [$TicketSolverPersonalNumber$] | Solver's personal number. | Yes | Yes | Yes | Yes |
| Solver - Organization - Name | [$TicketSolverAccountName$] | Name of the solver's organization. | Yes | Yes | Yes | Yes |
| Solver - Organization - Organization's custom fields | [$TicketSolverAccount.tAccountCust.ColumnName $] | The solver's custom organization entry, where ColumnName represents the name of the corresponding column in the tAccountCust table. | Yes | Yes | Yes | Yes |
| Solver - Other - Person's custom fields | [$TicketSolver.tPersonCust.ColumnName $] | Solver's custom field, where ColumnName represents the name of the corresponding column in the tPersonCust table. | Yes | Yes | Yes | Yes |
| Service Name | [$TicketService$] | Name of the service including the path in the service tree. | Yes | Yes | Yes | Yes |
| Service - Telephone | [$TicketServicePhone$] | Service phone number. | Yes | Yes | Yes | Yes |
| Service - Process | [$TicketServiceProcess$] | Name of the process of the service. | Yes | Yes | Yes | Yes |
| Service - Custom service fields | [$TicketService.tHdSectionCust.ColumnName $] | A custom service fields where ColumnName represents the name of the corresponding column in the tHdSectionCust table. | Yes | Yes | Yes | Yes |
| SLA - Name | [$TicketSLA$] | Name of the SLA ticket. | Yes | Yes | Yes | Yes |
| SLA - Custom SLA fields | [$TicketSLA.tSlaCust.ColumnName$] | Custom SLA fields, where ColumnName represents the name of the corresponding column in the tHdSectionCust table. | Yes | Yes | Yes | Yes |